The Team Manager, Customer Success role leads a team responsible for the successful onboarding, implementation, and ongoing partnership of Pearson’s PALS (Performance Assessment for Learning Suite) solutions across K-12 district customers.
This role ensures districts achieve strong adoption and measurable impact from their investment, driving retention, customer satisfaction, and long-term growth. The Team Manager serves as a key connector across Sales, Product, and Customer Support to deliver a seamless post-sale experience.
Key Responsibilities:
Team Leadership & Development
Lead, coach, and develop a team of District Partner Success professionals
Set clear performance expectations aligned to retention, adoption, and customer outcomes
Foster a culture of accountability, collaboration, and continuous improvement
Manage resource allocation and regional/account coverage strategy
Customer Success & Partnership Management
Oversee post-sale customer experience from onboarding through renewal
Ensure consistent engagement models (business reviews, office hours, implementation checkpoints)
Drive strong relationships with district leaders and key stakeholders
Monitor and improve customer satisfaction and long-term partnership outcomes
Onboarding & Implementation Excellence
Lead scalable onboarding processes to ensure efficient time-to-value for new and renewing customers
Establish and maintain implementation playbooks, milestones, and best practices across PALS products
Partner cross-functionally to ensure seamless system setup (e.g., rostering, platform access, integrations)
Data & Performance Management
Monitor account health, product adoption, and engagement metrics
Use data to proactively identify risks and drive retention strategies
Develop dashboards and reporting to track performance across regions and accounts
Cross-Functional Collaboration
Partner closely with Sales, Product, Marketing, and Customer Support teams
Surface customer insights to inform product enhancements and go-to-market strategy
Align on onboarding ownership, escalation processes, and communication strategies
Revenue Retention & Growth Support
Drive high renewal rates through strong implementation and value realization
Identify and communicate expansion opportunities to Sales teams
Support broader revenue goals by ensuring customer success outcomes are achieved
Process Improvement & Scalability
Design and implement scalable processes to support growth
Reduce manual work through improved systems and workflows
Ensure clear documentation of processes, roles, and responsibilities
Qualifications Experience & Skills
Required:
5+ years of experience in Customer Success, Account Management, or related post-sale roles
2+ years of people management experience
Experience working with K-12 districts or in education/EdTech
Strong leadership, communication, and stakeholder management skills
Data-driven approach to decision-making and problem-solving
Preferred:
Experience with SaaS or education technology solutions
Familiarity with CRM systems (e.g., Salesforce) and customer success tools
Experience building or scaling customer success programs
Key Performance Indicators (KPIs)
Customer retention and renewal rates
Product adoption and implementation success
Customer satisfaction and engagement
Time to onboard and activate customers
Expansion pipeline influenced by customer success efforts
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:
The minimum full-time salary range is between $120,000 - $130,000.
This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
Applications will be accepted through Monday, July 20, 2026. This window may be extended depending on business needs.
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Who we are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].
Job: Customer Success
Job Family: GO_TO_MARKET
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type:
Req ID: 24968
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